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Cross industry analysis of consumer assessments of internet retailers' service performance

Tih, Siohing and Ennis, Sean (2006) Cross industry analysis of consumer assessments of internet retailers' service performance. International Journal of Retail and Distribution Management, 34 (5). pp. 290-307. ISSN 0959-0552

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Abstract

Aims to examine the service performance of a number of internet retailers and to identify differences (if any) in internet retailers' service performance across a series of attributes based on consumers' assessments. Internet retailers' service performance was generally at an acceptable level. The variation of their online service performance was dependent on industry factors and the effectiveness of online service management. Consumers' perceptions of the internet retailers' performance were significantly different on several service attributes. However, consumer online service satisfaction levels across internet retailers were similar.